TRƯỜNG ĐẠI HỌC THƯƠNG MẠI

HỌC KỲ II NĂM HỌC 2021 - 2202

(Phần dành cho sinh viên)

Bài thi học phần: Nguyên lý giao tiếp tiếng Số báo danh: 41
Anh thương mại Lớp: 2207 ENTH3121
Mã số đề thi: 01 Họ và tên: Đào Bích Phượng
Ngày thi: 30/05/2022 Số trang:

Điểm kết luận:

GV chấm thi 1: Hoàng Thu Ba

GV chấm thi 2: Nguyễn Thị Thủy Chung

Nội dung GV Chấm 1 GV Chấm 2

Question 1 (5pts) a. (3pts)
b. (2pts)
Question 2 (5pts) a. (3pts)
b. (2pts)
Total

Bài làm

Câu 1:

Nowadays, society has witnessed a large proportion of people using emails and cell phones
instead of having a face-to-face conversation. Marilyn Vos Savant said that ‘’ Email, instant
messaging and cell phones give us fabulous communication ability, but because we live and
work in our own little worlds, that communication is totally disorganized”. To my way of
thinking, I totally agree with this opinion for the following reasons.

It cannot be denied that the development of advanced appliances has helped people in many
ways. Firstly, emails and cell phones make it easier for people to contact without ever
meeting each other since they save much time for busy businessmen and employers.
Secondly, cell phones are used as a means of communication even at a long distance. For
example, people from different countries are able to call each other via cell phones within a
short time. Thirdly, through social networks, we can easily make new friends, find people
who share common interests and interact with them without having to talk face to face.

Despite the aforementioned benefits of emails and cell phones, many inconveniences and
long-term effects could be a fairly strong reasons to be against virtual communication.

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Firstly, conversations through digital devices, are basically transferring mere texts, images,
emoticons: it is not a face-to-face conversation. This could lead to frequent confusion or
misunderstanding, due to many reasons such as using unappropriate emoticons. The main
reason of this problem is because basically in normal conversations, people are not entirely
focusing on verbal content, but focusing more on body languages, inverbal signs, such as
eyes’ movements or their partner’s posture. Communicating without seeing the partner is
apparently easier to tell lies as much as it could cause confusion just because they can’t see
each other’s faces.

In additional to the first reason, in terms of biology, when people are having a face-to-face
conversations, many parts of the brain which involve emotions work actively. However, in
virtual conversations, these specific parts of the brain doesn’t work much, causing the
individual to lose the ability of sensing signs of emotions in others. It is recently reported
that people who are sticking to their computers all days, are more emotionally distant from
others, as they growed dependance in their mobile phones. These people find it hard to
communicate to other people face-to-face because it is confusing to them to spot inverbal
signs.

In conclusion, technology is only developed in favour of a better connection, yet it still has
its limitation. To gain benefits from both sides, in my opinion, people nowadays should
engage more in normal conversations and reduce the time using digital devices to
communicate as much as possible, for any connection is built through an absolute and
mutual understanding between one and another.

b.

When communication barriers arise in the workplace, it can be difficult to maintain and
develop relationships with colleagues, leaders or clients. This often leads to confusion
and can make your day-to-day duties more difficult. In this article, I provide a list of
common communication barriers and ways to overcome them so you can recognize and
resolve them when they come up.

First of all, muddled messages are a barrier to communication because the sender leaves
the receiver unclear about the intent of the sender. Muddled messages have many causes.
The sender may be confused in his or her thinking. The message may be little more than
a vague idea. Contrast these two messages: "Please be here about 7:00 tomorrow
morning." "Please be here at 7:00 tomorrow morning." The one word difference makes
the first message muddled and the second message clear.

Therefore, feedback from the receiver is the best way for a sender to be sure that the
message is clear rather than muddled. Clarifying muddled messages is the responsibility
of the sender. The sender hoping the receiver will figure out the message does little to
remove this barrier to communication.

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 Besides, lack of feedback is one of the main barriers that limit effective communication.
Feedback is the mirror of communication. Feedback mirrors what the sender has sent.
Feedback is the receiver sending back to the sender the message as perceived. Without
feedback, communication is one-way. Feedback happens in a variety of ways. Asking a
person to repeat what has been said, e.g, repeat instructions, is a very direct way of
getting feedback. Feedback may be as subtle as a stare, a puzzled look, a nod, or failure
to ask any questions after complicated instructions have been given. Both sender and
receiver can play an active role in using feedback to make communication truly two-way.

Feedback should be helpful rather than hurtful. Prompt feedback is more effective that
feedback saved up until the "right" moment. Feedback should deal in specifics rather than
generalities. Approach feedback as a problem in perception rather than a problem of
discovering the facts.

Another one of the most common communication barriers is physical boundaries.

Physical distractions are the physical things that get in the way of communication.
Examples of such things include the telephone, a pick-up truck door, a desk, an
uncomfortable meeting place, and noise. These physical distractions are common. If the
phone rings, the tendency is to answer it even if the caller is interrupting a very important
or even delicate conversation. A person sitting behind a desk, especially if sitting in a
large chair, talking across the desk is talking from behind a physical barrier. Another
example is a meeting room with uncomfortable chairs that soon cause people to want to
stand even if it means cutting short the discussion. Noise is a physical distraction simply
because it is hard to concentrate on a conversation if hearing is difficult.

Last but not least, your emotions could be a barrier to communication if you are
engrossed in your emotions for some reason. In such cases, you tend to have trouble
listening to others or understanding the message conveyed to you. A few of the emotional
interferences include hostility, anger, resentfulness, fear and stress.

A receiver who is emotionally upset tends to ignore or distort what the sender is saying.
A sender who is emotionally upset may be unable to present ideas or feelings effectively.
For example, angry people have difficulty processing logical statements, limiting their
ability to accept explanations and solutions offered by others.

We should be aware of the feelings that arise in yourself and in others as we

communicate, and attempt to control them. Most importantly, be alert to the greater
potential for misunderstanding that accompanies emotional messages.

In conclusion, clear and straightforward communication is essential for maintaining a

productive and safe working environment. Additionally, well-developed communication
skills are crucial for success in any career. By taking the time to understand and identify
communication barriers, and work to resolve these challenges, you can ensure a positive
experience for your fellow employees as well as any customers you serve.

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Câu 2:

Laverne Sutton,

Haven Suppliers

10 Paris Hill Street

Westland, MI 48185

United States

30/05/2022

Larry Lopez,

94 Warren St.

Lititz, PA 17543

United States

Sub: request for payment

Dear Lopez,

This is a kind reminder of an outstanding payment you have with us of $20,000. This is with
reference to outside catering services we Elegant Hotel provided during your wedding of
23th April 2022. Our records show that we have not received the payment for the services
provided which was due to be paid by 23th April 2022.

I herewith attach an invoice with reference number Lopez/cat/04/2022. I have also enclosed
relevant documents related to this business transaction for your reference. If you have
already made payments, we sincerely apologize.

Kindly send a reference code for the online transaction so that we can follow up with our
finance department. If there are technical problems in processing the payment please let us
know.

If these payments have not been made, kindly address this matter with urgency. We request
that you make these payments so that we can balance our books of accounts at the end of the

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month. As indicated on our agreement, we will be charging three percent interest in the
outstanding amount monthly.

Thank you for your prompt response to this matter. Also, I value you as a customer and hope
to continue doing business with you in the future.

Best Regards,

Laverne Sutton,

Haven Suppliers

The waste caused by imprecisely worded regulations or instructions, confusing emails, long-
winded memos, ambiguously written contracts, and other examples of poor communication
is not as easily identified as the losses caused by a bridge collapse or a flood. But the losses
are just as real—in reduced productivity, inefficiency, and lost business. In more personal
terms, the losses are measured in wasted time, work, money, and ultimately, professional
recognition.

Poorly-worded or inefficient emails, careless reading or listening to instructions, documents

that go unread due to poor design, hastily presenting inaccurate information, sloppy
proofreading — all of these examples result in inevitable costs. The problem is that these
costs aren’t usually included on the corporate balance sheet at the end of each year; if they
are not properly or clearly defined, the problems remain unsolved.

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